GPC Service Delivery Manager

About the role

Join Roche's Global Patient Care (GPC) organization as a Service Delivery Manager in Buenos Aires, acting as a critical bridge between GPC operations, Global Customer Support, Post‑Market Quality and regional affiliates.

Key responsibilities

• Manage end‑to‑end transition and operational delivery after the Hypercare phase for new GPC service implementations.
• Act as primary GPC contact for Global Customer Support, PMQ, IT, Quality, Regulatory and Marketing/Sales, fostering cross‑functional partnerships.
• Monitor global operational metrics, gather affiliate/customer feedback and create structured feedback loops.
• Identify bottlenecks, design Service Improvement Plans (SIPs) and execute change‑management strategies.
• Lead global squads, oversee change control, service transition timelines, resource allocation and risk mitigation.
• Collaborate with teams across North America, EMEA and APAC to standardise customer‑care workflows.

Required profile

• Bachelor’s degree in Business Administration, Engineering, Economics, Communications or related field.
• 5+ years progressive experience in Service Delivery Management, Client Services, Customer Care Operations or BPO/Contact Center environments.
• Proven track record in service implementation, SIPs, SLA governance and post‑Hypercare transitions.
• Strong background in KPI tracking, feedback loop implementation and process optimisation.
• Exceptional stakeholder management, active listening and change‑management skills in a matrix environment.
• Fluent English (advanced) for daily interaction with global leadership.